Internal Customer Service Seminar

Donna Earl & Co. offers a customized on-site interactive skill-building workshop to improve internal customer service. This seminar teaches principles of internal customer service, communication skills, interdepartmental support, problem solving, improvement of workplace communication, productivity and motivation.

At the end of the seminar, employees will be able to work more productively and supportively, reduce miscommunications, incorporate internal customers' priorities into workflow, and reduce interdepartmental conflict.

COURSE DESIGN:		Two-day on-site seminar. Highly interactive. Group discussion, lecture, self-assessments, group learning activities and role plays.

WHO SHOULD ATTEND:		Recommended for all employees who support other departments or functions within the organization.

TOPICS COVERED:		Benefits of excellent internal customer service Financial and business rationale for internal customer service Clarify individual's role in customer interactions Unleash internal customer service cooperation Break down 'silo' mentality Activate productive interdepartmental communication Establish internal customer trust and rapport Telephone and email etiquette Listening skills Deal professionally with difficult customers and situations Handle emotions on the job Cope with angry and frustrated customers Resolve and track complaints Facilitate process improvements for repeat problems

BENEFITS:		At conclusion of the course participants will be able to: Identify ways to improve internal and external customer service Reduce interdepartmental miscommunication and conflict Support the priorities of internal customers Focus on problems rather than personalities Handle conflict professionally Identify internal problems which cost external customer loyalty Turn complaints into improvements Work together to meet organizational goals Improve workplace productivity and communication

"Now I understand how to better meet other departments needs and priorities. The section on dealing with difficult situations will be really helpful, especially with those customers who try to bypass procedures."

For additional information or to book the Internal Customer Service Seminar, send email to email@DonnaEarlTraining.com or phone 415.929.8110.